When we buy something online, we expect it to be delivered to our doorsteps on time and without damage. And most of the time that is what happens. But unfortunately, things do not always work out that way.
Every day, a not insignificant number of packages get lost by their carriers. According to a study conducted by the New York Times and Rensselaer Polytechnic Institute, more than 1.7 million packages go missing every day in the US.
Nearly 1 in 5 people nationally have had a package stolen from them. An estimated 15% of all online shopping deliveries in urban areas fail to reach their final destination due to theft or logistics issues.
In New York City alone, more than 90,000 packages disappear without explanation each day in 2019 – an increase of 20% from 2015.
The reality is, sooner or later you will have to deal with lost packages. For the rest of this article, we will show you how to deal with lost packages from Amazon, USPS, UPS, FedEx, and DHL.
Information You Need
| Amazon | UPS | FedEx | DHL | USPS | |
| Phone | (888) 280-4331 | (800) 742-5877 | (800) 463-3339 | (800) 225-5345 | (800) 275-8777 |
| Online | Online Chat | Online Claim Form | Online Claim Form | Online Contact Form | Help Request Form, Missing Mail Search Form, Refund Form, Claim Form |
| Who can file a claim? | Package recipient | Package sender or recipient | Package sender or recipient | Package sender only | Package sender or recipient |
| Who receives the refund? | Package recipient | Package sender | Package sender | Package sender | Package sender |
| Claim window | 90 days from the estimated delivery date | 15 days from the scheduled delivery date | 21 days (international packages) or 60 days (domestic packages) from the delivery date | 30 days from the date DHL accepted the package | 60 days from the date of mailing |
Amazon Lost Package
Amazon does a good job fulfilling your order and delivers the shipment in time. However, sometimes the packages get delayed or lost.
You should understand how to gather the information before you contact Amazon for lost packages so process the lost package faster. Ways to report lost packages to Amazon is depended on if it was sold by the product brand or by a third-party seller.
For example, if you bought a pair of Under Armour shoes, find out if the shoes were sold by Under Armour or a different seller that’s selling Under Armour shoes.
In order to properly handle a lost package from Amazon, you need to do 3 things. First, you need to track your package. Then, you have to make sure your package is lost. Then you can contact Amazon to ask them to either replace the package or to give you a refund.
The information you need:
| Amazon Phone | (888) 280-4331 |
| Amazon Online | Online Chat |
| Who can file a claim? | Package recipient |
| Who receives the refund? | Package recipient |
| Who is the seller | The Brand or 3rd party sellers |
| Who is the carrier | It’s in your Track Package page |
| Claim window | 90 days from estimated delivery date |
How to Track an Amazon Package
To determine whether your package has been lost or not, you need to track your package. Package tracking is very easy on Amazon. To find out where is your package, follow the following simple steps:
Step 1. Sign in to your Amazon account.
Step 2. Click on “Returns & Orders” on the top right corner next to your name. Click on the order you would like to track.
Step 3. Within your selected order, click on the “Track package” button.
How to Find out Who is the Carrier
Look at the bottom left corner where it says “Shipping with” and it will tell you who your carrier is for this package. Find out who is your carrier, and contact them to see if there is any updated information on this shipment.
You can contact your carrier and start a claim. Here is how to contact Amazon’s carriers:
| Amazon’s Common Carriers | Contact Information |
| UPS | Phone: 1-800-742-5877 |
| US Postal Service | Phone: 1-800-222-1811 |
| Amazon | Contact Us |
| FedEx | Phone: 1-800-463-3339 |
| DHL Express | Phone: 1-800-225-5345 |
| Other Carriers | Contact Information |
| ABF Freight System Inc. | Phone: 1-877-609-5681 |
| Australia Post | Phone: (within Australia) 13-POST-13-7678 / (outside of Australia) +61-3-8847-9045 |
| CEVA Logistics | Phone: 1-844-215-0640 |
| DB Schenker | Phone: 1-800-225-5229 |
| Deprisa | Phone: (from Bogotá) 4051405 / (rest of country) 01 8000 519393 |
| ECMS EXPRESS | Phone: 1-855-266-9299 |
| Fastway | Phone: N/A |
| Fidelitone | Phone: 1-844-524-6320 |
| i-parcel | Phone: N/A |
| Israel Post (ILP) | Phone: +972-076-887-1216 |
| Innovel Solutions | Phone: 1-888-460-5404 |
| Landmark Global | Phone: 1-888-205-2251 (Toll free) |
| LaserShip | Phone: 1-804-414-2590 |
| Lonestar Overnight | Phone: 1-800-800-8984 |
| Menlo Worldwide/UPS Supply Chain Solutions | Phone: 1-800-443-6379 |
| Ninja Van | Phone: (+65) 6602 8271 |
| NSD | Phone: 1-844-401-9082 |
| OnTrac | Phone: 1-800-334-5000 |
| Parcel Pool | Phone: 1-877-727-2354 |
| Pilot | Phone: 1-877-549-0160 |
| Pitney Bowes | Phone: N/A |
| SF Express | Phone: (from Hong Kong) (+852) 2730 0273 / (from Taiwan) (+886) 2 2192 6063 |
| TForce Final Mile | Phone: 1-855-396-2639 |
| WnDirect | Phone: 1-516-254-4540 (4 am to 6:30 pm EST) |
| XPO Logistics | Phone: 1-844-285-5279 |
Track your package live with Amazon Map Tracking
Certain selected packages can also be tracked at a more fine-grained degree using the new Amazon Map Tracking, which allows you to follow the shipping progress of these packages on a live map in real-time.
On the day of delivery, you can see the map when the delivery truck driver is getting closer to you and make sure you are at home when the delivery truck is arriving. This feature can be accessed by clicking “Track Package” from either the “Your Orders” web page or your “Shipment Confirmation” e-mail. You will receive a notification when your package can be tracked in this way.
The “Track Package” page will show you the changing status of that package on its way to you. For example, it will show you the time the package was shipped, the time it arrived at a carrier facility, the time it left the carrier facility, and the expected delivery time.
How to Tell if Your Amazon Package Is Lost
There are generally 3 signs that tell you your package is lost. If you see any 1 of the 3 signs below, you should contact Amazon.
Sign 1: Package Status Stuck at “In Transit” 48 Hours Past the “Estimated Delivery” Date
Let’s say your package has an “Estimated Delivery” date of Nov 12 by 8 pm. Unfortunately, the status of your package has been stuck at “In transit” for days. Eventually, Nov 12 has come and gone and the status of your package is still “In transit” without any change.
In this case, Amazon recommends you wait for an extra 48 hours before contacting them. In our example, wait until it is 8 pm on Nov 14. If your package is still not delivered by then, you can contact Amazon.
Sign 2: Package Status Updated to “Lost by Carrier – Undeliverable”
If you ever see the status of your package on its “Track Package” page updated to “Lost by carrier – undeliverable,” that means the carrier has lost your package and they have admitted to it. Contact Amazon as soon as this happens.
Sign 3: Package Status Updated to “Delivered” but Package Cannot Be Found
Let’s say the status of your package is updated to “Delivered.” Unfortunately, your package is nowhere to be found. What happened? There is a good chance that your package has been stolen by a “porch pirate” – thieves who roam various neighborhoods looking for delivered packages left on front porches to steal. To make sure your package is really lost, do the following:
- Check the address on your order to make sure it is the correct address
- Talk to your neighbors to see if any of them have received or signed for your package
- Look around your house for the package. On your Amazon “Order” page there is typically a description of the place where the driver has left your package, e.g. “Your package was left near the back door.” Be sure the check that place.
If you have done all of the above and still can’t find your package, Amazon asks you to wait for another 48 hours to see if your package will show up. After 48 hours, you can contact Amazon.
How to Contact Amazon for Lost Packages
Now that you are certain your package is lost, it is time to contact Amazon. You can do so either through online chat or phone call.
In general, Amazon is pretty good with their customer service. So you should not have much much trouble getting either a replacement shipment or a refund for your lost package.
Amazon Online Chat
- Go to the Contact Us page on the Amazon website.
- Click on the “Start chatting now” button.
- Explain to the service rep that your package is lost. Make sure you have handy all the relevant information such as your Amazon order number
Call Amazon
- Call the number 1 (888) 280-4331 to talk to a service rep at Amazon
- Explain to the customer service rep that your package is lost. Make sure you have handy all the relevant information such as your Amazon order number
You have 90 days counting from the estimated delivery date to make a claim.
How to Contact 3rd Party Sellers for Lost Packages
Initiating a communication is required to file lost package claim with a 3rd party seller, and the only way to contact a 3rd party seller is through Amazon Pay. Follow these instructions:
- Log in to your Amazon account through Amazon Pay
- Find the transaction you want to file a claim on
- Click on “Details” on the right side of the transaction
- On the dropdown box, choose “Where’s my stuff?”
- On the right bottom corner, click the orange button “Send to merchant”
- You have to wait 24 hours for the seller to respond:
- If the seller does not respond, you can file an Amazon A-z Guarantee Refund
UPS Lost Package
In order to properly handle a lost package from UPS, you need to do 3 things. First, you need to track your package. Second, you have to make sure your package is lost. Finally, you can contact UPS.
How to Track a UPS Package
In order to determine whether your package has been lost or not, you need to track your package. Package tracking is very easy on UPS. Just follow the following steps:
- Get the UPS tracking number from the sender of your package
- Go to the UPS Tracking webpage
- Enter your UPS tracking number
How to Tell if Your UPS Package Is Lost
There are 2 signs that tell you your package is lost.
Sign 1 – Package Status Stuck at “In Transit” 24 Hours Past the “Estimated Delivery” Date
Let’s say your package has an “Estimated Delivery” date of Nov 12 by 8 pm. Unfortunately, the status of your package has been stuck at “In transit” for days. Eventually, Nov 12 has come and gone and the status of your package is still “In transit” without any change.
In this case, UPS asks you to wait for an extra 24 hours before contacting them. In our example, wait until it is 8 pm on Nov 13. If your package is still not delivered by then, you can contact UPS.
Sign 2 – Package Status Updated to “Delivered” but Package Cannot Be Found
Let’s say the status of your package is updated to “Delivered.” Unfortunately, your package is nowhere to be found. What happened? There is a good chance that your package has been stolen by a “porch pirate” – thieves who roam various neighborhoods looking for delivered packages left on front porches to steal.
To make sure your package is really lost, do the following:
- Check the ship-to address on the UPS “Tracking” page to make sure it is the correct address.
- Talk to your neighbors to see if any of them have received or signed for your package on your behalf
- Look around your house for the package. On your UPS “Tracking” page there is typically a description of the place where the driver has left your package, e.g. “Your package was left near the back door.” Be sure the check that place.
How to Contact UPS about a Lost Package
Now that you are certain your package is lost, it is time to contact UPS. You can do so either through an online claim form or a phone call.
UPS Online Claim Form
- Go to the Online Claim Form on the UPS website
- Click on the “Start a Claim” tab
- Fill in the requested information
Call UPS
- Call the number 1 (800) 742-5877 to talk to a customer service rep at UPS
- Explain to the customer service rep that your package is lost. Make sure you have handy all the relevant information such as the UPS tracking number for your lost package
You have 15 days counting from the scheduled delivery date to make a claim.
UPS will only issue a refund to the shipper of the package. So it is probably better that you contact the person who sent you the package and let them deal with UPS.
FedEx Lost Package
In order to properly handle a lost package from FedEx, you need to do 3 things. First, you need to track your package. Second, you have to make sure your package is lost. Finally, you can contact FedEx.
How to Track a FedEx Package
In order to determine whether your package has been lost or not, you need to track your package:
- Get the FedEx tracking ID from the sender of your package
- Go to the FedEx Tracking webpage
- Enter your FedEx tracking ID
How to Tell if Your FedEx Package Is Lost
There are 2 signs that tell you your package is lost.
Sign 1 – Package Status Stuck at “In Transit” Past Its “Estimated Delivery Date”
FedEx says their Money Back Guarantee Policy applies even if they miss their quoted delivery time by just 60 seconds. So, if it is past the “Estimated Delivery Date” and your package is still “In transit”, you might want to contact FedEx to see if your package is lost.
Sign 2 – Package Status Updated to “Delivered” but Package Cannot Be Found
Let’s say the status of your package is updated to “Delivered.” Unfortunately, your package is nowhere to be found. What happened? There is a good chance that your package was stolen by a “porch pirate” – thieves who roam various neighborhoods looking for delivered packages left on front porches to steal.
To make sure your package is really lost, do the following:
- Check the ship-to address on the FedEx “Tracking” page to make sure it is the correct address.
- Talk to your neighbors to see if any of them have received or signed for your package on your behalf.
- Look around your house for the package. On your FedEx “Tracking” page there is typically a description of the place where the driver has left your package, e.g. “Your package was left near the back door.” Be sure the check that place.
How to Contact FedEx about a Lost Package
You can contact FedEx either through an online claim form or phone call.
FedEx Online Claim Form
- Go to the Online Claim Form on the FedEx website
- Fill in the requested information
Call FedEx
- Call the number 1 (800) 463-3339 to talk to a customer service rep at FedEx
- Explain to the customer service rep that your package is lost. Make sure you have handy all the relevant information such as the FedEx tracking ID for your lost package
The amount of time you have to file a claim depends on the method of delivery:
- FedEx Ground: 60 daysfrom the delivery date
- FedEx Express US: 60 days from the delivery date
- FedEx Express International: 21 days from the delivery date
While you as a package recipient can file a claim, only the sender will receive claim settlement. Therefore, it is probably better that you contact the person who sent you the package and let them deal with FedEx.
DHL Lost Package
In order to properly handle a lost package from DHL, you need to do 3 things. First, you need to track your package. Second, you have to make sure your package is lost. Finally, you can contact DHL.
How to Track a DHL Package
In order to determine whether your package has been lost or not, you need to track your package. Package tracking is very easy on DHL. Just follow the following steps:
- Get the DHL tracking number from the sender of your package
- Go to the DHL Tracking webpage
- Enter your DHL tracking number
How to Tell if Your DHL Package Is Lost
There are 2 signs that tell you your package is lost.
Sign 1 – Package Status Stuck at “In Transit” Past Its “Estimated Delivery Date”
- If your package has not arrived when it is past its estimated delivery date, DHL asks you to
Sign 2 – Package Status Updated to “Delivered” but Package Cannot Be Found
Let’s say the status of your package is updated to “Delivered.” Unfortunately, your package is nowhere to be found. What happened? There is a good chance that your package has been stolen by a “porch pirate” – thieves who roam various neighborhoods looking for delivered packages left on front porches to steal.
To make sure your package is really lost, do the following:
- Check the ship-to address on the DHL “Tracking” page to make sure it is the correct address.
- Talk to your neighbors to see if any of them have received or signed for your package on your behalf
- Look around your house for the package. On your DHL “Tracking” page there is typically a description of the place where the driver has left your package, e.g. “Your package was left near the back door.” Be sure the check that place.
How to Contact DHL about a Lost Package
You can contact DHL either through an online claim form or a phone call.
DHL Online Contact Form
- Go to the Online Contact Form on the DHL website
- Click on the “Consignee” button
- Fill in the requested information
Call DHL
- Call the number 1 (800) 225-5345 to talk to a service rep at DHL
- Explain to the service rep that your package is lost. Make sure you have handy all the relevant information such as the DHL tracking number for your lost package
Only the shipper can file a claim with DHL. So you should contact the sender of your package as soon as you find out your package is lost.
The shipper must file a claim within 30 days of the date that DHL accepted the package.
USPS Lost Package
In order to properly handle a lost package from USPS, you need to do 3 things. First, you need to track your package. Second, you have to make sure your package is lost. Finally, you can contact USPS.
How to Track a USPS Package
In order to determine whether your package has been lost or not, you need to track your package. Package tracking is very easy on USPS. Just follow the following steps:
- Get the USPS tracking number from the sender of your package
- Go to the USPS Tracking webpage
- Enter your USPS tracking number
How to Tell if Your USPS Package Is Lost
There are 2 signs that tell you your package is lost.
Sign 1 – Package Status Stuck at “In Transit” Past Its “Estimated Delivery Date”
- If your package has not arrived when it is past its estimated delivery date, ou should contact USPS.
Sign 2 – Package Status Updated to “Delivered” but Package Is Not Here
Let’s say the status of your package is updated to “Delivered.” Unfortunately, your package is nowhere to be found. What happened? There is a good chance that your package has been stolen by a “porch pirate” – thieves who roam various neighborhoods looking for delivered packages left on front porches to steal.
To make sure your package is really lost, do the following:
- Check the ship-to address on the USPS “Tracking” page to make sure it is the correct address.
- Talk to your neighbors to see if any of them have received or signed for your package on your behalf
- Look around your house for the package. On your USPS “Tracking” page there is typically a description of the place where the driver has left your package, e.g. “Your package was left near the back door.” Be sure the check that place.
How to Contact USPS about a Lost Package
USPS Online Forms
USPS has a defined process for handling lost packages:
- First, submit a Help Request Form
- If after 7 business days of submitting a Help Request Form your package is still missing, you can then submit a Missing Mail Search Request
- USPS will send you periodic updates about the missing mail search
- If USPS cannot find your package, the sender of the package can request a refund
- If your package is insured, you can file a claim. Either the package sender or the recipient can file. You have 60 days from the date of mailing to file.
Call USPS
- Call the number 1 (800) 275-8777 to talk to a service rep at USPS
- Explain to the service rep that your package is lost. Make sure you have handy all the relevant information such as the USPS tracking number for your lost package
